Applications Support Manager

• Lead and manage 24x7 operational support team operations across shifts, including holidays and weekends, ensuring consistent service delivery and team accountability
• Resolve complex user problems independently or with help desk staff, escalating issues to other resources when necessary
• Analyze high-complexity customer problems, assess impact, identify resolution options, and resolve issues according to defined service levels
• Gather detailed information about tier 1 unresolved problems and assign them to appropriately qualified professionals
• Provide technical troubleshooting and root cause analysis and implement sustainable solutions
• Collect caller information and ensure tickets are promptly and accurately documented in the tracking system
• Route unresolved service requests to the appropriate support team
• Build positive working relationships among help desk team members to improve workflow and team performance
• Develop issue-resolution strategies and backup plans
• Communicate with users and help desk analysts to resolve software and systems incidents
• Assess team performance, identify development opportunities, and support continuous improvement in service delivery
• Collaborate with cross-functional partners and contribute to operational excellence across support functions

• Bachelor's / master's degree is required
• 9+ years of experience in help desk operations, technical support, or IT customer service
• Demonstrated experience supporting complex browser-based applications and client applications
• Strong knowledge of Microsoft Office applications
• Solid problem-solving skills with the ability to immediately research, diagnose, and implement effective solutions
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical users at all levels
• Thorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards
• Strong leadership skills and ability to manage and motivate team members
• Experience managing 24x7 operational support environments
• Experience working in technical support, IT operations, or a regulated environment
• Ability to collaborate across teams and communicate clearly with technical and non-technical users
• Customer-focused mindset and strong attention to detail
• Comfort working with helpdesk systems, ticketing platforms, and browser-based applications
• Time management skills and analytical capabilities to prioritize and resolve issues effectively
• Preferred: experience managing technical support teams or help desk operations
• Preferred: familiarity with ITIL frameworks or IT service management methodologies
• Preferred: experience with ticketing systems and knowledge management platforms

• Flexibility
• Growth opportunities
• Continuous learning opportunities
• Career paths and opportunities to expand skills across technical support and team management